This study was conducted in July / August 2022 and targeted retail executives from both large and small-scale retail chains. Almost a quarter of respondents (23%) work at retail companies with over $5 billion in annual revenues, and almost half (45%) have less than $100 million (Figure 11).
Respondents were recruited across Grocery / Convenience / Drug (30%), Apparel (24%), Specialty (24%), and Mass Market / General Merchandise / Discount (15%) retail segments, with 6% categorizing themselves as “Other” (Figure 12).
A third of respondents (33%) work in IT / Technology, over a quarter (27%) in Store Operations, and 15% in Marketing (Figure 13). More than a third (36%) are in C-Suite positions, over a quarter (27%) are in Director roles, and 21% are Vice Presidents (Figure 14).
Customers are demanding robust and innovative omnichannel experiences which means retailers need to continuously evolve in this area. They recognize their testing processes need increased efficiencies but not at the expense of precision. With identifying and fixing bugs being the top reasons for slow systems or update releases, retailers may need to consider investing more resources during the development stage. Retailers hope to integrate more automation and analytics methods in the testing phase within the next few years to help them to swiftly develop and deliver a competitive omnichannel experience that meets the ever-changing demands of its customers.
- Over a third of retailers (39%) are releasing new store systems and e-commerce code only four times per year.
- Some retailers are looking for increased efficiencies in their omnichannel software testing with over half (54%) hoping for timelines of two weeks or less and only 37% currently achieving that.
- Most retailers (64%) understand that delayed software releases result in slow time-to-market.
- Fully automated testing of omnichannel software solutions by 2025 is unlikely for most retailers. However, over a quarter (28%) are looking to achieve it by then.
- Almost half of retailer respondents (48%) have weak analytics / reporting or use no data aggregation during the testing process, but most retailers are looking to employ more analytics methods in the future.
- Currently, only 15% of retailers provide an omnichannel experience that is described as an advanced end-to-end journey, and a third (34%) of retailers have five or fewer systems integrations included in their omnichannel system.